“When your customers call you, they may not reach a real person right away. But it needs to feel like they do.” – Todd Miller, VP of Sales, Callcap.
It might seem weird that a recording is what makes your company’s very first impression with your customers, but that’s exactly what’s happening when you utilize an interactive voice recording system, or IVR, as it’s referred to. So don’t choose just any voice actor, don’t settle for just any tone, and don’t write just any script. Your IVR has a big job to do, and you want to make sure she (or he!) feels like an actual part of your team. For all your customers know, they’re listening to someone who’s worked at your company for 15 years. Let’s talk about what you need to think about when setting up your IVR.
If most of your employees are women, and most of your clients are women, don’t pick a male voice actor. Let’s stick with the demographic tracking for a minute. If your customers are young, you want someone young to answer the phone. If your company provides Medicare assistance, someone older and wiser would be a better choice. This person has to exude the attitude your company projects, so if your voice actor is super soft spoken and then the customer service rep they’re transferred to is bubbly and energetic, your customer will pick up on the disconnect immediately. Choose a voice that aligns with who you are as a brand.
We’ve all had experiences with a recording that was clearly generated by a robot from 20 years ago. As in, the voice isn’t even human. You know when you get one of those that the road to where you’re going is long and winding. You may get transferred three times before finally pounding on the pound key (pun intended) to just. talk. to. an. operator.
Thank goodness we can do better. And do better we must. It starts with using a real human, so it’s an easy first step! Voice actors are great at taking direction, so if you want them to put emphasis on a word here, or pronounce a word a certain way there, they can do it. If you’re a formal company, you’ll want a more rigid tone. If you’re a tech startup, a more casual tone works great. Have your voice actor use words you use in real life.
Have you ever called GoDaddy for anything? If not, you totally should, just for the experience. Their IVR is so well done that you end up hoping you get to talk to her in real life. GoDaddy scripted their experience beautifully, making sure to interject turns of phrase that make the customer feel appropriately comfortable, excited, or (most importantly) understood.
When you’re writing the script, start with more. Think of everything your customer could possibly be calling for, and craft a blurb for it. If you end up condensing your options in the end, that’s great because you’re probably streamlining the process for your customers, but the more you think through what you want said, the easier it will be to blend them.
Callcap Will Help You Obsess Over the Details
A really great IVR could earn you a new customer, retain an existing customer, or even bring back a lost customer. That’s a lot of pressure to put on a voice recording, but with the right humans behind it, success is totally possible. Callcap helps customers through this process all the time so if you want more from your IVR, you know exactly where to turn. Choosing the right voice actor is only part of the gig, though; Callcap has your back for everything that happens after the customer dials your number, including Time of Day Routing, Area Code Routing, Zip Code Routing, Round Robin Routing and more.
We’d love to chat with you about our IVR setup assistance services and number routing options!